SOUTHERN ENGLAND WINES (UK) LIMITED
TERMS AND CONDITIONS
1. INFORMATION ABOUT US AND HOW TO CONTACT US
1.1. We are SOUTHERN ENGLAND WINES (UK) LIMITED a company registered in England and Wales. Our company registration number is 10077464 and our registered office is at Amelia House, Crescent Road, Worthing BN11 1QR. Our registered VAT number is 242 5937 96.
1.2. You can contact us via our ‘Contact Us’ page at https://www.roebuckestates.co.uk/contact/
1.3. If we have to contact you, we will do so at our option by telephone using the telephone number you have provided to us, or by writing to you at the email address or postal address you have provided to us.
2. THESE TERMS
2.1. These are the terms and conditions on which we supply products, gift vouchers and services to you.
2.2. Please read these terms carefully before you submit your order to us. These terms tell you how we will provide products and services to you, how you may change or end the contract or request a refund, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss. We may amend these terms from time to time without notice to you.
3. OUR CONTRACT WITH YOU
3.1. All orders made through our website are subject to acceptance and availability. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us and you will be assigned with an order number.
3.2. If we are unable to accept your order, we will inform you of this and will not charge you. This might be because the Product or part of it is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, or because we have identified an error in the price or description of the Product.
3.3. Mainland UK Only. Our website is solely for the promotion of our Products to Mainland UK (meaning England, Scotland and Wales, but excluding Northern Ireland, the Scottish Highlands and the Channel Islands). If you are based outside of the Mainland UK and would like to place an order with us, please contact us at [email protected] so that we can determine whether we will be able to assist you.
3.4. You must be 18 or over to place an order with us. By placing an order with us you confirm that you are at least 18 years old. If we (or our couriers) are in doubt as to your age, we may request that you (or the person taking delivery of the Products) provide some form of ID. We may perform third party database checks in order to validate your name, address, age and other personal information supplied by you when you submit an order to us.
4. OUR PRODUCTS
4.1. We sell a number of different products including:
4.1.1. Wines (whether in cases or as individual bottles).
4.1.2. “Experience Services” (for example, vineyard tour and tasting)
4.1.3. Wine accessories and such other products as we may make available for sale from time to time.
Together referred to as the “Products” in these terms.
4.2. We also sell “Gift Vouchers” that can be redeemed against a vineyard tour and tasting.
4.3. The images of the Products on our website are for illustrative purposes only and the Products may vary slightly from those images. The packaging of our Products may also vary from any which is shown on our website.
5. PRODUCT CHANGES
5.1. If you wish to make a change to the Products you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the Products, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you can end the contract in accordance with these terms and conditions.
5.2. We may make changes to the Products, for example to reflect changes in relevant laws and/or regulatory requirements. If we need to make any changes, we will notify you and you can then contact us to end the contract before the changes take effect and receive a refund for any Products which you have paid for but not received.
6. PROVIDING THE PRODUCTS
6.1. Any delivery costs will be set out in the order process. Unless special promotions are in place, when you buy six or more bottles, your wine order will be delivered free of charge to one Mainland UK address (meaning England, Scotland and Wales, but excluding Northern Ireland, the Scottish Highlands and the Channel Islands). If an order of six or more bottles is to be delivered to multiple addresses, additional charges may apply.
6.2. We will deliver Products/Gift Vouchers to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order.
6.3. In the case of Experience Services, we will provide the services on the date agreed with you during the order process.
6.4. If our supply of Products/Gift Vouchers is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay.
6.5. Delivery will be made to the address you give in your order. If no one who we reasonably believe to be over the age of 18 is available to accept delivery at this address, a delivery card will be left explaining where to collect the package or how to rearrange delivery. If, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot, we will contact you for further instructions and may charge you for storage costs and any further delivery costs.
6.6. The Product/Gift Voucher will be your responsibility from the time we deliver it to the address you gave us in your order or as otherwise specified in your delivery instructions.
6.7. If we have to suspend the supply of a Product to you (for example, to deal with technical problems or changes in relevant laws and regulatory requirements), we will contact you in advance to tell you we will be suspending supply of the Product, unless the problem is urgent or an emergency. You may contact us to cancel your order if we suspend it or tell you we are going to suspend it and we will refund any sums you have paid in advance after you cancel the order.
6.8. We may need certain information from you so that we can supply our Experience Services to you and we will contact you in writing to ask for this information (unless it is requested earlier during the order process). If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may end the contract. We will not be responsible for any delay or failure to provide the Experience Services or any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
6.9. If you attend an Experience Service, you will need to comply with all our health and safety instructions when on our premises, and any guidance or requirements we notify you of. If you do not comply, and we reasonably consider your actions may result in danger to individuals or property, we may remove you from the Experience Service without any refund.
7. CANCELLATION AND RETURNS
7.1. For cancellation and refunds for our Gift Vouchers, please see “Gift Voucher Terms” at section 10 below.
7.2. Once booked, Experience Services with a set date and time must be cancelled at least 24 hours prior to when the Experience Service is due to take place in order to obtain a refund. Failing to attend the Experience Service will not entitle you to a refund.
7.3. Under the Consumer Contracts Regulations 2013, you have a right to change your mind and cancel your order within 14 days of receiving it unless one of the legal exceptions applies.
7.4. Our wines are and certain wine accessories are packaged and sealed for health protection and hygiene purposes. Because of this, once the bottle has been opened (or the seal of an item has been broken) after you receive it, you do not have a right to change your mind and cancel your order for it. Unless there is a fault with such items, we will only accept returns in the following circumstances:
7.4.1. For individual bottles of wine and other accessories sealed for health protection and hygiene purposes – we will only accept returns of bottles of wine if they have not been opened or if the security seal on the accessory has not been broken.
7.5. Under our returns policy, you have 14 days after the day you receive the Products to cancel your order (subject to the restrictions around security seals above). If you cancel your order for any reason after the Products have been dispatched to you or you want to return a Product after you have received it, you must return the Products to us in the original packaging to avoid breakages, where possible. Please let us know so that we can arrange for collection of the Products by doing one of the following:
7.5.1. Phone or email. In relation to any Products, contact customer services on 01798 263123 or [email protected] Please provide your name, home address, details of the order and, where available, your phone number and email address.
7.5.2. Using the model form, available to download here.
7.6. If you are exercising your right to change your mind you must make the Products available for collection by us within 30 days of telling us you wish to cancel your order.
7.7. We will pay the costs of return in all circumstances other than in respect of Gift Vouchers which should not be returned (see clause 11.1 to clause 11.4 below).
7.8. We will refund you the price you paid for the Products, by the method you used for payment.
7.9. If you are exercising your right to change your mind, we may reduce your refund of the price to reflect any reduction in the value of the Products, if this has been caused by your handling of them. If we refund you the price paid before we are able to inspect the Products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
7.10. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind and are entitled to a refund then your refund will be made within 14 days from the day on which we receive the Product back from you or, if earlier, 14 days from the day on which you provide us with evidence that you have sent the product back to us.
8. IF THERE IS A PROBLEM WITH THE PRODUCT
8.1 If you have any questions or complaints about the Products, please use our ‘Contact Us’ page at https://www.roebuckestates.co.uk/contact/
8.2 We are under a legal duty to supply products that are in conformity with our contract with you. Nothing in these terms will affect your legal rights.
8.3. If the Products (or any part of them) are faulty please contact customer services for a replacement or refund. You are entitled to a replacement or refund for 30 days from the date of purchase. This offer does not affect your legal rights.
8.4 We will arrange and pay for the return of the faulty item (either by collecting it from you or asking you to post it to us), allowing us to determine the cause of the fault.
9. PRICE AND PAYMENT
9.1. The price of the product (which includes VAT) will be the price indicated on the order page when you placed your order. We take reasonable care to ensure that the price of the product advised to you is correct.
9.2. We accept payment through the methods set out in our order process and only in UK Pounds Sterling (GBP). You must pay for the Products/Gift Vouchers before we dispatch them (or in the case of Experience Services, at the time when you book them). We will not charge your credit or debit card until we dispatch the Products to you.
9.3. If the rate of VAT changes between your order date and the date we supply the Products, we will adjust the rate of VAT that you pay, unless you have already paid for the Products in full before the change in the rate of VAT takes effect.
10. GIFT VOUCHER TERMS
10.1. Gift Vouchers cannot be exchanged for cash and cannot be replaced if lost, stolen or damaged.
10.2. Gift Vouchers are valid for 12 months from the date of issue.
10.3. Each Gift Voucher will have a code that must be provided when booking on a vineyard tour and tasting for the Gift Voucher to be redeemed.
11.1. You have a right to change your mind and cancel your Gift Voucher and receive a refund. To receive a refund, you must contact us using our ‘Contact Us’ page to register your request for a refund within 30 days of receiving your Gift Voucher.
11.2. You do not need to return your Gift Voucher to receive a refund.
11.3. We will make any refunds due to you as soon as possible following confirmation from us that your request for a refund has been accepted.
12. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
12.1. If we fail to comply with these terms, we do not exclude or limit our responsibility for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable.
12.2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence; for fraud or fraudulent misrepresentation; or any other matter for which it would be unlawful for us to exclude or restrict liability.
12.3. We are not liable for business losses. We only supply the Products for domestic and private use. If you use the Products for any commercial, business or re-sale purpose we will have no liability to you for any business-related losses.
12.4. Please drink responsibly and do not regularly exceed the Government’s weekly alcoholic unit guidelines.
13. HOW WE MAY USE YOUR PERSONAL INFORMATION
Your personal information is used as set out in our Privacy Notice which can be accessed at https://www.roebuckestates.co.uk/privacy-cookies
14. OTHER IMPORTANT TERMS
14.1. When we use the words “writing” or “written” in these terms, this includes emails.
14.2. The contract is between you and us and no other person shall have any rights to enforce any of its terms.
14.3. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
14.4. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
14.5. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts. In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform.